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Improving product instruction compliance: “If you tell me why, I might comply” by Valerie A. Taylor; Amanda B. Bower is a Business, Management and Accounting article available to read on EtoBox.

What is Improving product instruction compliance: “If you tell me why, I might comply” about?

## Abstract Although prior research into product instructions has been limited to investigating the effect of warnings such that people might avoid possible product dangers by heeding warnings, this research considers methods of improving consumer product instruction compliance when noncompliance with a product instruction does not necessarily lead to a hazardous situation. In particular, this research investigates the impact of providing instructions that specify the process by which compliance with the instructions will lead to the desired end state (e.g., product outcome), called process‐cause information. The results of a first field experiment indicate that intention to comply with product instructions is enhanced when people are told __how__ compliance with the instructions will lead to the desired outcome (i.e., when process‐cause information is included in a product instruction). This finding is substantiated by results of a follow‐up laboratory experiment where subject compliance with an instruction‐based behavior was observed. The importance of the present research is discussed in terms of the potential impacts on customer satisfaction, service recovery, product returns,

Who reads Improving product instruction compliance: “If you tell me why, I might comply”?

Author

Valerie A. Taylor; Amanda B. Bower

Publisher

John Wiley and Sons; Wiley (John Wiley & Sons); John Wiley & Sons Inc.; Wiley (ISSN 0742-6046)

Published

2004

Language

EN

Field

Business, Management and Accounting (Social Sciences)